What is customer relationship management?

Inside Intercom

Customer relationship management (CRM) is a strategy and methodology that revolves around using data and feedback to build authentic, meaningful relationships with prospects and customers, keeping them connected and loyal to your company.

The Customer Relationship Management Evolution in 2022

Customer Think

There are a lot ways the Customer Relationship Management software market continues to evolve. Blog Customer Engagement Customer Experience Editor's PickBut from my vantage point I find the most telling evidence of CRM maturity to be based on who benefits.


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How Better Customer Relationship Management Can Increase ROI


If you are a customer success team leader or a CSM, you spend your days establishing and nurturing customer relationships, so obviously you realize how important they are to the ongoing success of your organization. What is customer ROI?

Customer Relationship Management System Features: What a CRM Includes and What It Doesn’t


We’re living in the age of the recurring revenue business, and in this increasingly digital economy, enterprises succeed by nurturing customer relationships over the entire lifecycle. Do it right and customers will stay with you for years. Keeping customers happy starts with obsessively gathering insights on your clients from data. With this much information and so many customers, you need software that will inform you when a customer experiences a relevant event.

B2B Customer Success and Customer Relationship Management


Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.

B2B Customer Success and Customer Relationship Management


Customer Relationship Management (CRM) can have many different definitions, and can sometimes cause confusion. Does CRM include correspondence before a company becomes a customer, such as sales and marketing? Should CRM extend to all areas of a business, including internal IT teams who don’t interact with customers? Customer Relationship Management. Let's examine why B2B customer success and CRM are so important.

The Value of Customer Relationship Management: An Interview With Dawn Mergenthaler

Heart of the Customer

She works closely with customer experience (CX) professionals to understand the insights gained that can be leveraged for CRM. She’s well-known for partnering cross-functionally to improve the customer’s communication experience across an organization, ultimately working to improve […]. The post The Value of Customer Relationship Management: An Interview With Dawn Mergenthaler appeared first on Heart of the Customer.

CSM from the Trenches: Mentors – Jorie Basque, Customer Relationship Manager, InGenius


This series, now a community for frontline Customer Success Managers (CSMs), discusses trends, best practices, and advice that can help the frontline. The goal is that by sharing our experiences, we’ll be able to learn and apply more practical advice / practices to our customer success careers. From : Jorie Basque , Customer Relationship Manager. True customer advocacy – giving everything I have to building customer success as a culture.

How SugarCRM’s Winter ‘19 release delves deeper into the future of customer relationship management


When it comes to business success, understanding customers is key. At SugarCRM we’ve always focused on helping our customers to develop better business relationships. To build those relationships and stay relevant in the eyes of their customers, businesses need to pay close attention to what their customers’ behaviour is telling them. Hint enables users to uncover deep customer insights, pushing relevant information to users via multiple channels.

Guest Post: How Does Software Enhance the CRM of Your Business?

Shep Hyken

This week we feature an article by Joy Gomez, founder of Field Promax , a company that helps organizations streamline and standardize their workflow, manage teams, communicate with customers, process work orders digitally, and grow their business. Customer support.

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Next-Generation CRM: New Changes in Sugar Sell


A Customer Relationship Management (CRM) system is valuable to an organization when its users happily run their day-to-day activities within the platform. Take a look at the latest and greatest product innovations we’ve added to Sugar Sell to help our customers succeed.

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How Business Emotional Intelligence Feeds Your Customer Experience


Emotional Intelligence and Customer Experience are Linked. It’s an important aspect of leadership and business especially when it comes to customer experience (CX). Customer Experience Needs Emotional Intelligence . For our purpose, we define customer experience as: .

Mindfulness: The Next Level of Customer Service


Now, this movement has transcended businesses internally and extends into their customer base, again, regardless of their nuances and customer base differences. How do you integrate mindfulness into customer service? Be Present with Customers.

Reality Check: Will Customer Journey Analytics Be the Next CRM?

DMG Consulting

Reality Check: Will Customer Journey Analytics Be the Next CRM? The up-and-comer is customer journey analytics, or CJA, and it’s in the ring with the incumbent, CRM. DMG Consulting defines CJA as both a strategy and an application; it captures, measures, analyzes, and evaluates the quality and outcome of the customer experience throughout all interactions for all customer-facing touch points, channels, and activities.

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3 ways to turn first-time electric vehicle owners into loyal customers

1 to 1

The current customer journey is complex with many different parties involved and has multiple handoffs, points of friction, and potential points of failure. Drivers will expect customer support specialists to provide the advice they need to solve their problem quickly and concisely.

5 retail strategies that are here to stay

1 to 1

How do we make interactions ‘effortless’ for customers? The modern retail customer craves personalization, seamless conversations, and communication at every point in the journey. Customers will always need information about store hours, return policies, and delays, among other topics.

3 Ways Contact Centers Can Deliver on Digital Expectations

1 to 1

Fostering these digital-first experiences for customers will take innovation, people and technology will need to be optimized to handle unexpected volatility and volume surge. Integrate chatbots to triage the needs of customers, which allows agents to focus on problems that demand empathy.

3 Hot Takeaways from CX Happy Hour

1 to 1

2020 has been a wakeup call for customer experience, but not everything will stick. Between sips of my hot cocoa here are the three biggest customer experience takeaways I took from TTEC’s own Liz Glagowski discussion with Dan. Here’s to good customer experience.

A Diehard Fanbase of Customers Help Create Sales Champions

1 to 1

Timothy Blank, a vice president at TTEC, recently spoke with Customer Strategist Journal Editor-in-Chief Elizabeth Glagowski about the crucial role practice plays in a sales team’s success. Value your customers. The proof is in the pudding for why you want to retain loyal customers.”.

Sugar Integrate—Embracing the Next Level of SugarCRM’s CX Platform


At SugarCRM, we realized that integration was a key element missing from many CRMs and wanted to expand on the open API behind our CRM, Sugar Sell, to serve customers more fully and enhance our customer experience solutions platform.

How Kroger’s Contact Center Weathered the Pandemic

1 to 1

Grocery stores and supermarkets sit on the front lines of customer experience. The company was already beginning a shift to digital self-service and more distributed customer support when COVID-19 began to spread. Customer Strategist: How has the pandemic affected your business?

3 Ways to Revolutionize Customer Service After the Pandemic

1 to 1

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious opportunity to provide scale and cost savings to human touch to people when they need it most.

Rethink the Contact Center of the Future

1 to 1

Social distancing and stay-at-home orders have affected every major city around the world and has influenced how customers interact with brands and what they expect from digital-first experiences. The contact center industry has always needed to look forward.

Top Upcoming CRM Software Development Trends to Watch Out in 2021!

Customer Think

The CRM (Customer Relationship Management system) has grown substantially in recent years to provide value for everyone in a business instead of just being a tool for customer relationship management. The right custom CRM software is […].

How to Rebound from the Coronavirus: Your Top Sales Questions Answered

1 to 1

Even if a client puts a deal on hold, continue to reach out, share information, and maintain the relationship. Customer Relationship Management Customer Strategy Sales Effectiveness Strategies and Best Practices

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How to Sync Salesforce NPS Survey Data with Salesforce?

Zonka Feedback

Salesforce, the world’s top Customer Relationship Management tool, has always focused on providing a comprehensive view of all the customer data to its clients. Feedback Management

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Why using only CRM platforms can kill CX


CRM vs CEM – Why using only CRM platforms can kill your CX programme Customer Relationship Management (CRM) and Customer Experience Management (CEM) may sound like they both serve the same purpose – both deal Read more… Why using only CRM platforms can kill CX appeared on LitmusWorld.

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9 best CRM practices for your business

Customer Think

As your business grows, so does the need to better manage your customer relationships. CRM is the abbreviation for for customer relationship management, and it’s a software solution that helps businesses keep track of their customers, sales, and other important data.

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How clean is your house?

Customer Think

According to a new report by Validity which surveyed over 1,200 CRM specialists, 76 per cent of businesses rate their customer relationship management (CRM) data quality as either “good” or “very good.

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Why You Need More than CRM Features for Customer Success


Customer relationship management software is great for sales, but it isn’t a substitute for a customer success platform. A typical CRM feature list also may include: Storing notes on customer marketing and sales interactions. Recording customer purchase history.

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Benefits of Salesforce Integration with Business Applications

Customer Think

Customer Relationship Planning, the heartbeat of every corporation, is continuously looking for methods to improve corporate productivity by smoothing out processes.

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What is First Call Resolution? Benefits, Challenges, Examples, & Best Practices for Improving FCR


Definition of First Call Resolution First-call resolution (FCR) is an important contact center metric and element of customer relationship management (CRM). The term is self-explanatory: a contact center’s ability to resolve customer problems, questions or needs the first time they call, with no follow-up required. FCR not only helps gauge customer satisfaction – the higher […].

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Trust in the Modern World


Customer Experience customer experience customer loyalty Customer relationship managementWhile doing some research for speakers for SugarCon, our annual user conference, I came across some interesting articles on trust in today’s technological age. We all know that trust has changed. Things that you wouldn’t have done 10 years ago (ride in cars with strangers for instance), we do today without batting an eye on rinse-and-repeat.

Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services


Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. There’s a scarcity of customer engagement talent.

How to build better customer relationships by following up

Inside Customer Service

We often miss the rest of the story when we interact with customers. Did the customer succeed? When you care about a customer, you want to know what really happened. Friendly follow-up is one way to learn the rest of your customer's story. A project management system.

Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead


The European Customer Experience Organization (ECXO) invites you to Journey Orchestration (JO) in Practice II by Ray Gerber at Thunderhead. He has extensive expertise in customer relationship management, customer decisions, and self-learning. SHARE ARTICLE.

Happy Customers Feel Lucky: Learn From the Legacy of Lego


Lego receives in excess of 4 million customer calls per year. Many of those calls are for replacement pieces that customers have lost. These happy customers feel lucky to have found Lego as a company. . Lego doesn’t just have customers, they have collectors and even competitors.